CUSTOMER RELATIONSHIP MANAGEMENT 0 Customer Relationship

Running Head: CUSTOMER RELATIONSHIP MANAGEMENT
0
Customer Relationship Management

CUSTOMER RELATIONSHIP MANAGEMENT 1
E-customer relationship management
The innovative and latest technology helps in enhancing the marketing capability and skills.
It helps the organisation to interact in effective manner. However, if organisation will not have
proper marketing team, it will lead to failure. A customer is an individual that makes the decision to
purchase any product. Therefore, a marketing manager must communicate, show how the product
will satisfy the wants and needs of customer. There are times, when customers do not get satisfied
with the quality of product. In such a case, customer makes high involvement. E CRM also helps in
creating the customized product as well as profiles of customer. The eCRM also allows the
organisation save their cost (Hassan, Nawaz, Lashari & Zafar, 2015).
With the help of eCRM, organization gets several kinds of benefits. It helps the organisation
to increase their online sales. It also allows the sales representative to view the information of
customers from anywhere. With the help of this, they can also put emphasis on obtaining the new
customers. Customers also get the product or services from those that satisfy their demand in
effective manner. Companies also use the strategic alliance as a tool in order to develop the
appropriate marketing strategy (Navimipour & Soltani, 2016). Using strategic alliance, individuals or
entities do the agreement. All these act in such a manner so that common goals can be achieved.
However, it is not always true that goals will achieve in the appropriate manner. Therefore, it is
significant to use the software so that information becomes accessible anywhere in the world.
Additionally, it is also necessary to develop the effective and efficient eCRM customer strategy. Using
this strategy, it is also required by the company to listen effectively to the customers. Some
companies are not able to fulfil such goals because they are not able to use customer strategy in an
effective manner. Goals can be achieved by using email, fax, telephone, and preparing for the future
channel like wireless applications (Burgartz & Krämer, 2016).
Information can also be generated that assist the organization to create such campaign that
can attract the desired customers. Information is forwarded quickly to the customers anytime using
E customer relationship management. it also helps in maintaining the positive relationship with
customers for long time. It also becomes easy for the customers to communicate regarding any
query. Communication can also be done through various sources. In recent time, it is not possible for
the customers to present face to face. Therefore, e CRM helps the organization in forwarding their
information quickly to the customers.

CUSTOMER RELATIONSHIP MANAGEMENT 2
References
Burgartz, T., & Krämer, A. (2016). Measures to Understand and Control Customer Relationship and
Loyalty. In Managing in a VUCA World (pp. 99-114). Springer, Cham.
Hassan, R. S., Nawaz, A., Lashari, M. N., & Zafar, F. (2015). Effect of customer relationship
management on customer satisfaction. Procedia Economics and Finance, 23, 563-567.
Navimipour, N. J., & Soltani, Z. (2016). The impact of cost, technology acceptance and employees'
satisfaction on the effectiveness of the electronic customer relationship management
systems. Computers in Human Behavior, 55, 1052-1066.
Ramya, N., & Mohamed Ali, S. A. (2016). Factors affecting consumer buying behavior. International
journal of applied research, 2(10), 76-80.
Wirtz, J. (2018). Managing Customer Relationships and Building Loyalty. WS Professional.